Shipping Policy

At PupSays, we are committed to providing you with exceptional service and ensuring the timely delivery of your orders. This Shipping Policy outlines the terms and conditions related to the shipping of products purchased from our website. Please review this policy carefully to understand our shipping practices and procedures.

 

1. Basic Rules

1.1 Address Confirmation

Please confirm your shipping address carefully when placing your order. We recommend using an address where you have successfully received packages in the past.

  • Address Accuracy: If the carrier indicates that the address provided is insufficiently detailed or unusable, we will contact you for confirmation. This may result in processing delays. We are not responsible for delivery delays or lost packages caused by incorrect or incomplete address information provided by the customer.
  • Non-Deliverable Locations: Due to logistical restrictions, we are unable to ship to certain locations. If your address falls under this category, you will be notified during checkout or contacted by our support team for further assistance.

1.2 Order Changes or Cancellations

  • For Ready-Made Products:

You may request to change or cancel your order within 6 hours of receiving the order confirmation email by contacting us at support@pupsays.com. After 6 hours, we cannot guarantee that the cancellation will be successful. If cancellation is no longer possible, the order will proceed to shipment as scheduled.

  • For Customized Products:

Once payment is confirmed for a customized or personalized product, the order cannot be canceled or modified. Please review your order carefully before submitting payment.

1.3 General Notes:

  • If your order has already been shipped, cancellations are no longer possible. You may refer to our Returns and Refund Policy for instructions on how to handle unwanted items.
  • In cases where cancellations are successfully processed, any applicable fees for order handling or customization may be deducted from your refund.

 

2. Order Processing Time

2.1 Order Confirmation

Once your order is placed, you will receive an order confirmation email containing the details of your purchase and a confirmation number. Please retain this email for your records.

2.2 Processing Time

  • All orders are processed within 2-5 business days.
  • Orders are not shipped or delivered on weekends or holidays.
  • During periods of high order volume, processing times may be extended. Please allow additional time for delivery during transit.

If there is a significant delay in the shipment of your order, we will notify you via email.

 

3. Shipping Rates and Delivery Estimates

3.1 Shipping Charges

Shipping charges for your order will be calculated and displayed at checkout. The charges are based on the following factors:

  • The weight of the items in your order,
  • The shipping method selected, and
  • The destination of your order.

3.2 Delivery Estimates

Delivery times vary depending on your location and the selected shipping method. Below are the estimated delivery times:

  • To the US and EU countries:

Standard Shipping: 3-8 business days

Express Shipping: 2-5 business days

  • To other locations worldwide:

Standard Shipping: 8-21 business days

(For more precise estimates based on your specific address, please contact us at support@pupsays.com)

Please note that delivery times are estimates and may be affected by factors such as customs clearance, extreme weather conditions, or unforeseen carrier delays.

 

4. Shipment to P.O. Boxes or APO/FPO Addresses

4.1 P.O. Boxes

We ship to P.O. Box addresses within the U.S., U.S. Territories, and APO/FPO/DPO addresses. However, please note that overnight delivery is not available for shipments to P.O. Box addresses.

4.2 APO/FPO Addresses

Shipments to APO/FPO addresses may take longer than standard delivery times due to military mail delivery schedules. We appreciate your understanding and recommend allowing extra time for these deliveries.

 

5. Shipment Confirmation and Order Tracking

5.1 Shipment Confirmation

Once your order has shipped, you will receive a shipment confirmation email. This email will include your tracking number(s), which can be used to monitor the status of your shipment. Please note that tracking numbers may take 24 to 48 hours to become active on the carrier's system.

5.2 Order Tracking

You can track your order using the tracking number provided in your shipment confirmation email. Simply enter the tracking number on the carrier’s official website to view the status and progress of your shipment.

 

6. Customs, Duties, and Taxes

For international orders, customers are responsible for any customs duties, import taxes, or fees imposed by their local government. These charges are not included in the product price or shipping cost and must be paid by the recipient upon delivery.

Please note the following:

  • Customs Delays: Delivery times may be affected by customs clearance procedures.
  • Responsibility for Fees: Any customs-related fees or taxes are the sole responsibility of the customer.
  • Our Role: We are not responsible for delays caused by customs processes or for any additional fees incurred during importation.

 

7. Damages, Issues, and Missing Parcels

7.1 Damaged or Defective Items

If you receive a damaged or defective product, or the wrong item, please contact us at support@pupsays.com within 14 days of receiving your order. Our team will arrange a return or replacement in accordance with our Return Policy.

7.2 Missing Parcels

Parcels will be considered missing if they cannot be delivered within the following timeframes after shipment:

  • 21 business days: For orders shipped to the US and European countries.
  • 35 business days: For orders shipped to other countries.

If your parcel is confirmed as missing, we will either resend the product(s) to you or issue a refund. However, we are not responsible for parcels that cannot be delivered due to customer-related issues, such as:

  • Providing an incorrect or incomplete address.
  • Refusing to accept delivery.

7.3 Other Order Issues

If you encounter any other issues with your order, such as concerns about the quality or delivery status, please contact us at support@pupsays.com. We are committed to resolving your concerns promptly and to your satisfaction.

 

8. Returns and Exchanges

Certain items, such as customized or personalized products, are not eligible for return or exchange unless they are defective or damaged.

For all other items, please refer to our Return Policy for detailed instructions on eligibility, timelines, and the return or exchange process.

 

9. Force Majeure

In the event of parcel loss or delivery delays caused by force majeure, we cannot be held liable. Force majeure refers to unforeseeable circumstances beyond our control, including but not limited to:

  • Natural disasters (e.g., earthquakes, floods, hurricanes),
  • Acts of terrorism, war, or civil unrest,
  • Government actions, strikes, or other extraordinary events.

While we strive to ensure the secure and timely delivery of all parcels, events beyond our control may occasionally impact delivery outcomes. We remain committed to minimizing disruptions and providing the best service possible under such circumstances. We appreciate your understanding and cooperation.

 

10. Contact Us

If you have any questions or concerns about this Shipping Policy, please feel free to contact us at support@pupsays.com.